Business Support Assistant (Customer Service) SC 4
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WFP seeks candidates of the highest integrity and professionalism who share our humanitarian principles.
Selection of staff is made on a competitive basis, and we are committed to promoting diversity and gender balance.
ABOUT WFP
The United Nations World Food Programme is the world's largest humanitarian agency fighting hunger worldwide. The mission of WFP is to help the world achieve Zero Hunger in our lifetimes. Every day, WFP works worldwide to ensure that no child goes to bed hungry and that the poorest and most vulnerable, particularly women and children, can access the nutritious food they need.
WFP’s operation in the UAE was established in 2001 and has since become a crucial base for global humanitarian operations, supporting the emergency preparedness and fast intervention activities of both WFP and its humanitarian partners. The strategic location of the UAE, world-class logistics infrastructure, supportive host government and access to huge supplier markets makes WFP in the UAE ideally situated to deliver critical aid services to operations around the world.
WHY WORK AT WFP?
SAVING & CHANGING LIVES ❤
Make a difference the world will notice.
We are driven by our mission to fight world hunger and feed people’s dreams of a brighter future.
GLOBAL COMMUNITY 🌍
Build bridges that unite people across the world.
Being part of a global, diverse and multicultural community like WFP, will continuously expose you to new ideas and perspectives.
How we deliver our mission in deep respect for personal and cultural differences and close collaboration between every member of our global team, will certainly enrich your experience and knowledge on so many levels.
UNLIMITED POSSIBILITIES 💡
Unlock possibilities you never thought you'd find.
WFP goes anywhere it is needed and does whatever it takes to get the job done.
LIFE-CHANGING EXPERIENCE ⭐
Reach beyond yourself and discover your true potential.
WFP offers the kind of life-changing experiences you’re unlikely find in many other organizations.
Join us to make a difference
Watch this video to know more about us!!
Link: https://www.youtube.com/watch?v=3mzGbaRAhz8&feature=youtu.be
ORGANIZATIONAL CONTEXT
At this level, work is carried out under minimal supervision. Job holders are expected to produce organised and accurate work, undertaking specific business support activities. They may offer guidance on standard practices to more junior staff in their area of work.
JOB PURPOSE
To deliver standard business support processes for a specific professional area of work, to facilitate effective service delivery.
JOB TITLE: Business Support Assistant (Customer Service)
TYPE OF CONTRACT: Service Contract (SC)
JOB LEVEL: SC 4
UNIT/DIVISION: TECF
DUTY STATION (City, Country): Dubai, UAE
DURATION: 12 Months with a possibility of extension
SALARY: Salary starts from AED 13,710.89 per month plus medical insurance.
Under the supervision of the Head of Supply chain of the Fast IT and Telecommunications Emergency and Support Team (or delegates), based in Dubai (United Arab Emirates), the incumbent shall have the following duties and responsibilities:
KEY ACCOUNTABILITIES (not all-inclusive)
1/ Customer Satisfaction
Initiate and close sales order processes by:
– Corresponding with all stakeholders /clients;
– Verifying availability of stocks with the warehouse team;
– Preparing quotes based on prices obtained from procurement / vendors / stock;
– Aligning supplier quotations and customer requests by seeking approval from technical experts;
– Proactively following up with clients and suppliers on orders, shipments/ deliveries, requests and any other processes related to the job; update the customer bi – weekly on order status
– Proactively informing clients about order status and challenges, offering solutions;
– Keeping accurate record of order and line item status;
– Keeping accurate records of customer interactions and transactions.
2/ Liaison with Departments
– Proactively liaising with:
o Procurement department for quotations, tendering, follow up on purchase requisitions and purchase orders;
o Technical units and Service Owners for technical specifications, equipment lists;
o Logistics department for shipments and dispatch mechanisms and options;
o Warehouse department for stock availability, codes, and other stock related queries;
o Finance department for payments, funds allocations and other financial information and tasks.
3/ Utilization of Enterprise Resources Management (ERP) Systems
– Process any activity in the systems required to perform duties, including (but not only) Sales process, Purchase Requisitions, stock verifications and financial transactions.
– Update all the relevant sales process trackers with the necessary information
4/ Perform other related duties as required.
STANDARD MINIMUM QUALIFICATIONS
Education: Completion of secondary school education. Training in customer service, logistics is desirable.
Experience: At least four years of support experience in customer services, logistics or other related field. Working knowledge of electrical, ICT equipment or other equipment with complex technical specifications will be an advantage.
Language: Fluency in both oral and written communication in English.
Desirable Knowledge and Skills:
- Proactive and problem-solving work attitude;
- Some knowledge of technical equipment, possibly electrical, IT and telecommunications, or any opther type of equipment with complex technical specifications;
- Experience in using ERP system such as SAP and / or Microsoft Great Plains;
- Ability to prioritize activities based on urgencies and time constraints;
- Customer focus, ensuring that clients’ needs are exceeded;
- Ability to work effectively with people of different national and cultural backgrounds;
- Some negotiation skills;
- Ability to work with extreme accuracy under time constraints and pressure;
- Patience and tact in dealing with colleagues.
4Ps CORE ORGANISATIONAL CAPABILITIES
Purpose
- Understand and communicate the Strategic Objectives: Helps teammates articulate WFP’s Strategic Objectives.
- Be a force for positive change: Suggests potential improvements to team’s work processes to supervisor.
- Make the mission inspiring to our team: Explains the impact of WFP activities in beneficiary communities to teammates.
- Make our mission visible in everyday actions: Articulates how own unit’s responsibilities will serve WFP’s mission.
People
- Look for ways to strengthen people's skills: Trains junior teammates on new skills and capabilities.
- Create an inclusive culture: Seeks opportunities to work with people from different backgrounds.
- Be a coach & provide constructive feedback: Serves as a peer coach for colleagues in same area of work.
- Create an “I will”/”We will” spirit: Tracks progress toward goals and shares this information on a regular basis with supervisor.
Performance
- Encourage innovation & creative solutions: Explores ways to consistently be more efficient and accurate in own areas of work and shares new methods of work with colleagues.
- Focus on getting results: Focuses on getting results and tracks trends in completion rates for own tasks to identify opportunities for efficiency.
- Make commitments and make good on commitments: Takes responsibility for own tasks and notifies supervisor as soon as possible of potential delays in meeting deadlines or commitments.
- Be Decisive: Independently decides what action to take when faced with critical choices in the workplace or in dangerous situations in the field.
Partnership
- Connect and share across WFP units: Suggests opportunities for partnering with other units to supervisor.
- Build strong external partnerships: Identifies opportunities to work with colleagues and partners in the field towards common goals.
- Be politically agile & adaptable: Develops an understanding of the value of WFP’s teams and external partners in fulfilling team’s goals and objectives.
- Be clear about the value WFP brings to partnerships: Aligns own activities with supervisor’s priorities to fulfill internal and external partner needs.
TERMS AND CONDITIONS
- Only those candidates shortlisted for interview will be notified.
DEADLINE FOR APPLICATIONS
24 January 2023.
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Female applicants and qualified applicants from developing countries are especially encouraged to apply
WFP has zero tolerance for discrimination and does not discriminate on the basis of HIV/AIDS status.
No appointment under any kind of contract will be offered to members of the UN Advisory Committee on Administrative and Budgetary Questions (ACABQ), International Civil Service Commission (ICSC), FAO Finance Committee, WFP External Auditor, WFP Audit Committee, Joint Inspection Unit (JIU) and other similar bodies within the United Nations system with oversight responsibilities over WFP, both during their service and within three years of ceasing that service.
